FREQUENTLY ASKED QUESTIONS

Pre-paid annual memberships have been paused and extended for the length of time we've been closed.

For pay monthly fixed term 12 month memberships, contracts will not be extended, meaning that your contact will still have the same end date regardless of the closure period.

Please discuss with your employer but we will extend your membership end date ensuring you receive your full membership term when the centre re-opens.

If you would like your membership to remain frozen, please notify us seven days in advance of your direct debit collection date. To request to freeze your membership please call us on: leisurecentre@servicetsg.com OR call:01905969619, a member of our team will be happy to assist you. please state the reason for the freeze. In exceptional circumstances, e.g. injury, medical or pregnancy, you may be allowed to freeze your membership for an agreed period (up to a maximum of 6 months) free of charge.

We are happy to announce that we reopen on 12 April!

No. In order to monitor and limit the number of people using the gym and spread the usage through the day to support social distancing, all gym and classes need to be booked in advance either via the Leisure Centre app or website.

No. Similar to our classes and gym sessions in order to monitor and limit the number of people using the pools and spread the usage through the day to support social distancing, all swimming sessions need to be booked in advance either via the Leisure Centre app or website.

You can download the app from both the Apple App Store and Google Play Store.

For more information on how to book, and for download links, click here.

We are introducing a new booking cancellation policy upon re-opening. This policy will work to ensure that all members are given fair access to gym and group exercise classes, and hopefully aim to reduce the amount of unattended sessions.

If you are unable to attend a gym or group exercise class booking you have made, you must cancel this at least two hours prior to the start of the session - you can do this via the app (under ‘My Account’) or website. If you fail to do so and your booking is unattended, you receive one 'strike'. Should you fail to cancel a booking three times in any 30 day rolling period your online booking rights will be removed for seven days. After this period the three 'strikes' are removed and your account set back to zero.

Our timetable will be available to view via the membership section of our website and on our app.

We are committed to providing a service to all our customers which is COVID-19 secure from infection. Since the beginning of lockdown in March, we have been planning how to reopen safely.

Members of our senior management team have actively contributed to the production of industry safety guidance through ukactive, the Royal Life Saving Society and Swim England.

The company health and safety team have produced COVID-19 specific risk assessments, documented safety procedures and a training module for all staff. From this, each centre has developed specific safety arrangements to ensure social distancing, hygiene procedures and customer information is in place.

In addition to our increased cleaning and sanitisation programme, and in order to provide additional protection to our customers and staff, all our high contact point surfaces have been treated with an antiviral shield. This shield will kill bacteria and viruses that land on it on an ongoing basis.

We will be reapplying the shield regularly to provide the highest standards of protection.

There is more information on how we are working to make your return to the gym safe on our page: Keeping you safe

Should you have any questions regarding your membership, booking or anything else, you will be able to get in touch by using our website contact us form here: Contact form. Please bear with us there may be some delay in responding but we will endeavour to respond as soon as we possibly can.